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Adding tickets to the Ticket List

1. On the  On the Menu Panel, click on on Help Desk.

2. Click Projects menu to open the Project search screen.

...

5. To create new ticket from this project, click Create Ticket button.

6. Fill up out the required fields then save the ticket. Ticket will be added to the Ticket List grid.7. Click Generate Ticket button to generate tickets. (project must have a Template and Modules tab has been setup)


Generating Tickets to the ticket list

Objective: To be able to create a predesigned or pre created ticket that can be used for multiple applications and projects


TaskStepsScreenshot
Creating a Template Ticket:


Go to Help Desk> Tickets Screen

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Click New

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Select Contact for the ticket

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Choose Ticket Type 'Template'

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  1. Fill in required fields for template tickets:
  • Subject
  • Priority
  • Product
  • Version
  • Module
  • LOB
  • Milestone

*Project field is disabled (so it can be assigned to different projects

2. Fill in other fields as need be

3. Then Click Save

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Searching for Template Tickets

Go to Help Desk> Tickets> 'Template tickets' Tab

  • All tickets that have 'template' as ticket type will be displayed here

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Creating Multiple Template Tickets at onceGo to Help Desk> Tickets Screen

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Click New

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Select Contact for the ticket

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Click 'Create Multiple Tickets'

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  • Choose ticket type 'Template'
  • Fill in all required fields
    • Subject
    • Contact
    • Priority
    • Status
    • Module
    • Line of Business
    • Milestone
  • Then Click Save

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Generating Tickets in a projectGo to Help Desk> Projects

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If you already have a saved project, look for the existing project. If you want to create a new project, click New.

Project required fields: Project Name, Customer, Contact, Description, Type and Project Status

*LOB should auto populate based on the selected customer

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Make sure that there are modules filled in in the 'Modules' tab

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  1. Click 'Generate Tickets'
  2. A pop-up for Generate Tickets will appear with Modules and LOB fields. (The modules and LOB fields will auto populate with the existing LOBS and Modules that are selected in the Project and Customer). Modules and LOB that are not needed can be deleted. 

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Click Generate. All template tickets will generate

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